Customer Experience and Process Management
ACHIEVEMENTS
• Managed Automobile Workshop and Administrative Office customer service experience. Maintained a 90% + rating, sustained at least 90% of the workshop goals by daily tracking of the workshop schedules, work in progress, adherence to business processes, credit and collections and employee performance management.
• Managed business process re-engineering project ensuring computer integration for service, workshop, stores and materials departments. Created process maps, policies and procedures to automate processes within departments. Achieved targeted goals of 20% in reduction in costs.
• Supported an annual campaign of over $20 million USD by providing database support, coordination and social services to Dade county’s 70 synagogues, 14 day schools, three Community Centers and 40 local beneficiary agencies and programs.
• Orchestrated various marketing and direct mail initiatives and strategies for September 911 disaster which assisted the receipt of donations of over $21 million countrywide.
• Successfully coordinated billing procedures for Medicare Part A&B accounts for a skilled nursing home facility, reducing the receivable reimbursements by 90%. Achievement of a $15 million dollar account receivable goal by fiercely coordinating with collections, fiscal intermediary and billing centers through an online computer system.
EDUCATION
BA Business Management: Florida International University
BA Minor Health Service Administration: Florida International University
AA Business Administration: Miami Dade Community College
TECHNICAL EXPERIENCE
Networks/Environments and Tools: Microsoft Office - Excel, Word, Microsoft Project, Power Point, Publisher, Access, ADP-CDK, Gift Traq, Unysis/MAC, Raisers Edge, Ampes Omis/SQL, EPM Live/Sharepoint, Absolute News Manager– CMS, Word Press, Tranman Fleet Management System (CMMS), GDMS.
Work Terms
To be discussed if the project is a great fit.